Refund policy

At Evleora, we want every customer to have a straightforward and reliable shopping experience. This Return & Refund Policy explains how returns, cancellations, exchanges and refunds are handled for purchases made through evleora.shop.

This policy applies to customers purchasing from Evleora in the United Kingdom and does not limit any statutory consumer rights that cannot legally be excluded or restricted.

1. Your Right to Cancel

For most products purchased online, UK customers have a legal right to cancel their order within 14 days of receiving the goods, without giving a reason.

After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.

Some products may be excluded from cancellation rights where an applicable legal exception applies.

2. Return Conditions

Where a return is permitted, please take reasonable care of the product while it is in your possession.

Products should, where applicable:

Be unused and in their original condition
Include original packaging and accessories where reasonably possible
Include the relevant order information or proof of purchase

You may handle and inspect the product as you reasonably would in a shop.

If the value of a product has been reduced because it was handled beyond what is reasonably necessary to inspect its nature, characteristics and functioning, we may be entitled to make a lawful deduction where applicable.

3. How to Start a Return

Before sending a product back, please contact our customer support team:

Email: support@evleora.shop
Phone: +44 7446 236994

Please provide:

Your order number
Your name
The product you wish to return
The reason for the return, if applicable

We will provide the appropriate return instructions.

Please do not send a return to our business address unless we have specifically instructed you to do so.

4. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, faulty or different from what you ordered, please contact us as soon as possible.

To help us investigate the issue, we may ask you to provide:

Clear photographs of the product
Photographs of the packaging
Shipping label information
Your order number
A description of the issue

Where a product is faulty, not as described or otherwise fails to meet applicable UK consumer law requirements, you retain your statutory rights to an appropriate remedy, which may include repair, replacement, price reduction or refund depending on the circumstances.

5. Return Shipping Costs

For a change-of-mind cancellation where the statutory cancellation right applies, the customer may generally be responsible for the direct cost of returning the goods unless we have agreed otherwise or applicable law requires us to cover the cost.

If the product is faulty, damaged, incorrect or otherwise does not conform to the contract, we will handle the return in accordance with your statutory rights and the circumstances of the case.

6. Refunds

Once a valid cancellation or return has been received and processed, refunds will normally be made to the original payment method.

For statutory cancellations, refunds will be made without undue delay and generally within 14 days of the applicable refund deadline under UK law.

Where goods have been returned, the refund may be made within 14 days of receiving the goods back or receiving evidence that they have been sent back, whichever is earlier, where applicable.

For a valid statutory cancellation, we will generally refund the standard delivery charge originally paid. Any additional amount paid for an upgraded delivery option may not be refundable beyond the cost of the least expensive standard delivery option available.

Your payment provider or bank may require additional time to display the refunded amount in your account.

7. Exchanges

If you receive a damaged, defective or incorrect product, we may offer a replacement or exchange where appropriate and where the product is available.

If a replacement is unavailable, another appropriate remedy may be offered in accordance with applicable law.

For change-of-mind requests, exchanges are subject to product availability and the applicable cancellation and return rules.

8. Order Cancellation Before Dispatch

If you want to cancel an order before it has been processed or dispatched, contact us as soon as possible at:

support@evleora.shop

We will make reasonable efforts to accommodate your request.

If the order has already been processed or dispatched, you may need to use the applicable cancellation or return process.

9. Processing and Delivery Times

Our standard order processing time is:

1–3 business days

After processing, the estimated transit time is:

3–7 business days

The estimated total delivery timeframe is therefore:

4–10 business days

These are estimated timeframes and may occasionally be affected by circumstances outside our reasonable control, such as carrier delays, customs procedures, severe weather or other unforeseen circumstances.

10. Products Excluded From Cancellation Rights

Certain products may be excluded from the statutory cancellation right where an applicable legal exception applies.

Where an exception applies to a particular product, we will provide the relevant information before or at the time of purchase as required by law.

11. No Unlawful Restocking Fees

We do not charge a restocking fee simply because an eligible product is returned.

Any deduction from a refund will only be made where permitted by applicable law, including where the value of goods has been diminished through handling beyond what is reasonably necessary to inspect them.

12. Promotional Items and Discounts

If you return an item purchased using a promotional code or discount, the refund will generally be based on the amount actually paid for the returned item, subject to applicable law and the terms of the promotion.

Any applicable promotional conditions will be communicated at the time of the offer.

13. Statutory Consumer Rights

Nothing in this Return & Refund Policy limits, excludes or replaces your statutory consumer rights.

For UK customers, goods must generally be of satisfactory quality, fit for purpose and as described.

If a product does not meet these legal requirements, you may have additional rights and remedies under UK consumer law.

14. Policy Updates

We may update this Return & Refund Policy from time to time to reflect changes to our products, services, business practices or applicable legal requirements.

When changes are made, the Last updated date at the beginning of this policy will be updated.

15. Contact Us

For questions about returns, refunds, exchanges, damaged products, incorrect orders or cancellations, please contact:

DUSKI LTD
Evleora

Office 20081
182–184 High Street North
East Ham
London
United Kingdom
E6 2JA

Email: support@evleora.shop
Phone: +44 7446 236994